Telemarketing
Telemarketing intro
Telemarketing (known as telesales in the UK and Ireland) is a method of direct marketing in which a salesperson solicits to prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.
Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing. Telemarketing has come under fire in recent years, being viewed as an annoyance by many.
Procedure
Telemarketing may be done from a company office, from a call centre, or from home. It may involve either a live operator or a recorded message, in which case it is known as "automated telemarketing" using voice broadcasting. "Robocalling" is a form of voice broadcasting which is most frequently associated with political messages.
An effective telemarketing process often involves two or more calls. The first call (or series of calls) determines the customer’s needs. The final call (or series of calls) motivates the customer to make a purchase.
Prospective customers are identified by various means, including past purchase history, previous requests for information, credit limit, competition entry forms, and application forms. Names may also be purchased from another company's consumer database or obtained from a telephone directory or another public list. The qualification process is intended to determine which customers are most likely to purchase the product or service.
Charitable organizations, alumni associations, and political parties often use telemarketing to solicit donations. Marketing research companies use telemarketing techniques to survey the prospective or past customers of a client’s business in order to assess market acceptance of or satisfaction with a particular product, service, brand, or company. Public opinion polls are conducted in a similar manner.
Telemarketing techniques are also applied to other forms of electronic marketing using e-mail or fax messages, in which case they are frequently considered spam by other people.
Telemarketing agent sitting in a cubicle. The brightly colored rebuttal sheets are used to answer most questions a customer might have.
Negative perceptions and criticism
Telemarketing has been negatively associated with various scams and frauds, such as pyramid schemes, and with deceptively overpriced products and services. Fraudulent telemarketing companies are frequently referred to as "telemarketing boiler rooms" or simply "boiler rooms." Telemarketing is often criticized as an unethical business practice due to the perception of high-pressure sales techniques during unsolicited calls.
Telemarketing calls are often considered an annoyance, especially when they occur during the dinner hour, early in the morning, or late in the evening.
A recent trend in telemarketing is to use automated messages in a sales pitch. These often include intentionally deceptive tactics, with computer recorded messages saying things like "Don't panic but this is your final notice" or "We have already attempted to contact you through the mail." These messages are often outright lies, intended to incite concern or fear in the potential customer.
Robo-Calls are known for failing to add numbers to their do-not-call list and repeatedly interrupting individuals at all hours of the day.
Regulations
Telemarketing is subject to regulatory and legislative controls related to consumer privacy and protection. Telemarketing in the U.S. is restricted at the federal level by the Telephone Consumer Protection Act of 1991 (TCPA) (47 U.S.C. § 227) and the FTC's Telemarketing Sales Rule (TSR). The FCC derives regulatory authority from the TCPA, adopted as CFR 64.1200. Many professional associations of telemarketers have codes of ethics and standards that member businesses follow to encourage public confidence.
Some jurisdictions have implemented "Do Not Call" lists through industry organizations or legislation; telemarketers are restricted from initiating contact with participating consumers. Legislative versions often provide for heavy penalties on companies which call individuals on these listings. The U.S. Federal Trade Commission has implemented a National Do Not Call Registry in an attempt to reduce intrusive telemarketing nationwide. Telemarketing corporations and trade groups challenged this as a violation of commercial speech rights.[1] However, the U.S. 10th Circuit Court of Appeals upheld the National Do Not Call Registry on February 17, 2004.[2]
Companies that use telemarketing as a sales tool are governed by the United States Federal regulations outlined in the TSR (amended on January 29, 2003 originally issued in 1995) and the TCPA. In addition to these Federal regulations, telemarketers calling nationally must also adhere to separate State Regulations. Most states have adapted DNC files of their own, of which only some states share with the US Federal Do Not Call registry. Each US state also has its own regulations concerning: permission to record, permission to continue, no rebuttaling statutes, Sunday and Holiday calls; as well as the fines and punishments exacted for violations.
Telemarketing techniques are increasingly used in political campaigns. Because of free-speech issues, the laws governing political phone calls are much less stringent than those applying to commercial messages. Even so, a number of states have barred or restricted political robocalls.
Telemarketing in Australia is restricted by the Australian Federal Government and policed by the Australian Communications and Media Authority (ACMA). Australian Federal legislation provides for a restriction in calling hours for both Research and Marketing calls.[3]
In 2007 a do not call register was established for Australian inbound telephone numbers. The register allows a user to register private use telephone numbers. Australian Federal Legislation limits the types of marketing calls that can be made to these registered telephone numbers; however, research calls are allowed. Other exemptions include calls made by charities and political members, parties and candidates[4]
Inbound telemarketing is another major industry. It involves both live operators and IVR—Interactive Voice Response. IVR is also known as audiotext or automated call processing. Usually, major television campaigns and advertisers use 800 numbers that are answered by IVR service bureaus. Such service bureaus have the technology and call capacity to process the large amounts of simultaneous calls that occur when an 800 number is advertised on television.
Telemarketing Services
Telemarketing is a Dynamic, Full capabilities Call Center Outsourcing Company specializing in Inbound, Outbound and E-commerce Telemarketing, Customer Service, and CRM. Telemkting is a leading multinational carrier that provides a broad range of Telecommunications Services to its retail and Wholesale Customers Worldwide.
Make the Business in B2B happen. Rely on us for your inbound telemarketing & outbound telemarketing sales, order taking, lead generation and qualification, appointment settings, conference and seminar registration and followup calls. Telemarketing's skilled agents identify when customers are ready to purchase.
Call Center Consultant Service
The continued phenomenal growth in call centers in India has created a whole host of challenges to the call center operations and professional. Meeting these challenges will require a new breed of managers, who: -
Have specialized skills in all aspects of call centre management and operations
Possess a broad base of ability and experience needed to solve a variety of complex problems
Have the skills to communicate with others and motivate them effectively
Understand what their customers value and respond quickly to meet those demands
In other words today's call centre professional must recognize that change brings both challenge and opportunity and they must have the vision to meet the former while seizing the latter. At Telemarketing, call center consultant who are expert in call center consulting, call center operations, call center solutions, call center technology, call center software, call center outsourcing, outbound call center, inbound call center and call center services will help you get top notch talent.
At Telemarketing call center consultants provide specialist advice and independent consultancy in the implementation, management, development and operation of Call Centres. As an independent consultancy we can provide you with a totally unbiased view and provide you with a solution to suit your company's specific needs
Inbound Telemarketing Services
Telemkting Inbound Telemarketing Solutions offer
Inbound Telemarketing that Lowers Your Cost Per Order
Elevate Your Captured Response Rates with Inbound Telemarketing
Achieve a Greater Return on Investment with Inbound Telemarketing
With Telemkting's Inbound Telemarketing: Gain Immediate Access to Measurable Results
Well-known and premium branded companies turn to Telemkting for inbound telemarketing. Telemkting hast state-of-the-art inbound call center that offers a wide range of inbound call center service and in bound telemarketing, and inbound teleservices .
Inbound Telemarketing -Scheduling and Staffing
The direct marketing campaigns and advertisements run by our customers usually produce high volumes of calls and frequently require immediate response to televised spot advertisements. Telemkting uses proven scheduling, staffing and personnel management systems to ensure each incoming call is processed efficiently and appropriately by our inbound telemarketing staff. We constantly monitor call flow and make real-time adjustments to complex call projection models, providing our customers with the most cost efficient staffing and scheduling solutions.
Applications Services - Inbound Telemarketing
Product sales, lead generation, surveys and customer service are among our core competencies. Telemkting's resources are devoted to specialized call handling and inbound telemarketing to support financial services, pharmaceutical marketing and product sales.
Inbound Telemarketing - Inbound Phone Calls and Internet Inquiries
Each of our inbound telemarketing contact centers is fully equipped with well-trained operators, automated and Interactive Voice Response (IVR) systems, and an experienced supervision and management staff - offering you the industry's highest standards of quality control, service flexibility and the capacity to meet your changing needs.
Telemkting's inbound telemarketing solutions give your company an edge over the competition.
Outbound Telemarketing Services
Telemkting is the best-known provider of outbound telemarketing services, live operator direct marketing services. We offer an extensive level of expertise and experience in outbound telemarketing and customer acquisition. Our clients rely on us to provide outbound telemarketing service for both business-to-consumer (B2C) and business-to-business (B2B). Our extensive experience in outbound telemarketing, along with our technological solutions, quality assurance programs, and commitment to customer service excellence has helped many well-known corporations achieve maximum results from their direct marketing efforts.
Outbound Telemarketing Results:
Our rigorous adherence to a highly cost efficient, results-based production and management process allows us to provide extraordinary outbound telemarketing results for your project. Our outbound telemarketing services clients benefit from cost-effective and complaint-free production, consistently delivered to them by a responsive and supportive team of call management professionals.
Telemkting's formula for outbound telemarketing service success begins with a thorough understanding of your business. We understand the differences between business-to-consumer (B2C) and business-to-business (B2B) outbound telemarketing, and use experienced management to focus on the unique requirements of each client and their targeted market.
Outbound Telemarketing: Consumer Direct Services
The primary focus of our outbound telemarketing is product sales. With Telemkting outbound telemarketing we initiate contact with consumers who have been identified by our clients as existing or potential customers. Additional outbound applications may include:
Product Registration
Customer Acquisition and Retention Campaigns
Lead Generation
Database Enhancement and Management
Customer Service
Verification
More Outbound Telemarketing Information
Telemkting's expertise in outbound telemarketing can provide you with the edge you need for your next project. Contact us today to discuss the outbound telemarketing needs of your business with one of our outbound telemarketing experts. They will be able to develop a customized outbound telemarketing solution that will provide you maximum results.
Telemkting specializes in outbound telemarketing services because we are first and foremost a service organization with a focus on client acquisition and retention. We provide our clients with sales, up-sell, and cross-sell techniques that will meet and exceed even their most aggressive sales and retention objectives.
Finding an outbound telemarketing services center that specializes in sales is a difficult task. Effective telemarketing sales require a combination of strategy, technical support, implementation, and sales culture to produce profitable results. Telemkting's call centers can provide your business with the unmatched performance and skill not found in most outbound telemarketing centers. In addition to our many sales and service features, Telemkting's staff is highly skilled at offering "up-sell" and "cross-sell", while still providing your customers with the high quality service that they expect.
Outsourcing Telemarketing Services to India
India accounts for over 40% of the global BPO market. Of the top 10 BPO destinations in the world, five are in Asia, with India's dominant share ensuring that nearly 26% of South Asia's exports come from services. Within services, the key segments are business process outsourcing and short- term migration.
The BPO industry in India doubled in size last year, to $6.3 billion, and is expected to clock 37% annual growth over the next five years. Large multinational companies have demonstrated their growing confidence in Call Center Outsourcing and in India as an outsourcing hub, by signing multi-million-dollar, long-term BPO contracts with trusted Indian outsourcing service providers.
Offshore Telemarketing Services to Outsource2india
Offshore outbound telemarketing services is one of the key services offered in Outsouce2india through its highly sophisticated call centers. O2I's telemarketing services can help you in building leads, customer databases and also help you in finding new customers.
When global companies outsource telemarketing to O2I, they benefit from significantly lower costs, proven process quality and access to a trained, computer-literate, college-educated workforce with good presentation and communication skills .
Telemarketing Services
Outsource2india's offshore telemarketing services include:
Telemarketing lead management
Lead Generation Services
Decision Maker Contacts
Appointment Setting Services
Debt Collection Services
Database Selling Services
Market Intelligence Services
Product Promotion
Research Surveys and Polling
Customer Satisfaction
Telephone and Web Based Business Development
Up Sell/Cross Sell Campaigns
Direct Mail Follow-up Services
Seminar Population
Why use telemarketing?
Apart from telemarketing products, India's offshore call centers also offer many other inter-related services such as:
Telebanking
Direct response television
Customer service management for international banks, software firms, telecom service providers, credit card companies etc.
Airline ticketing and reservations
Database cleansing and updating
Third party verification
Record verification
Fraud detection /prevention Calls
Welcome / thank-you calls
Continuity sales calls
Any kind of message delivery
How are outsourcing concerns and cultural differences handled?
Every outsourced telemarketing campaign is preceded by thorough briefing and intensive audio and video-based training. Our agents and managers are familiarized with the product, the accents and the environment in which they are operating, to ensure success of the telemarketing campaign.
Customers are also given secure view-in and listen-in options which give the added benefit of transparency and quality control. Want to grow your business and strengthen customer relationships while focusing on core activities? Outsource telemarketing to India. Telemarketing is a science that applies personal attention combined with time tested techniques to provide you with unique business solutions.
Telemarketing Market Research
Businesses of any size and scope can utilize the power of Market Research.
Would you like to find out more about your product or service's target audience, but you're not sure where to begin? Or would you like to conduct research to evaluate a possible new product or service for your market?
Hiring a telemarketing company like 1-800 We Answer Telemarketing Division for your Market Research needs could be an asset for your business. Effective and telemarketing companies gather accurate data about the market in question and carefully work with you to determine, the size, shape and scope of your Market Research campaign. Setting up an in-house call center can strike a noisy and disruptive chord in your work environment -- outsourcing your outbound calling eliminates the need to set up a dedicated call center in your office. Hiring the right telemarketing company for your Market Research needs could be one of the most crucial marketing decisions your company makes.
1-800 We Answer's Market Research capabilities include:
Customer satisfaction surveys
Lead generation / prequalification
Market and branding research surveys
Telemarketing and outbound call centers are businesses that specialize in assisting companies with telephone contact for projects like Market Research. Not all telemarketing and Market Research companies are alike, and not all telemarketing companies are reliable. 1-800 We Answer's years of experience in the telemarketing industry brings an exceptional level of excellence to your Market Research project and to the rest of your telemarketing campaigns.
Two components of our customer service commitment set our Market Research Service apart from the competition: our sales team and our telephone agents. Our sales and customer support staff will work cooperatively with you to establish a working script for your Market Research campaign, and issue timely reports when you request them. Our telephone Market Research interviewers are selectively chosen to perform a cut above the call center industry standard. We recruit intelligent, well-spoken individuals with a broad background in businesses, who have demonstrated previous ability to make connections and gather the accurate Market Research data that your company needs to make their next move. The Market Research process differs from other telemarketing services, and our representatives have experience in initiating professional, person-to-person contact with questions about how your company's product or service impacts their life or business.
1-800 We Answer Telemarketing Division offers:
No longterm contracts!
Many companies require a year contract. Just give 1-800 We Answer four weeks to prove ourselves!
Free script generation
A positive and very professional important first impression for your company!
Fresh, legitimate leads on a timely basis
Competitive pricing
Why Telemarketing Works?
Personal Contact...prospects tend to discard mailouts
You can't wait for clients to come to you...in today's competitive market, you must seek them out.
More cost-effective and flexible than printed advertising.
Multiple products can be offered.
Target specific groups by any criterior, such as age, economics, or geographical, just to name a few.
Advantages and Disadvantages of Telemarketing
There are many advantages and disadvantages of telemarketing. Telemarketing is a somewhat stressful career choice. It really depends on what type of telemarketing that you do. Collection call telemarketing can be one of the
worst telemarketing jobs that you can have. No matter
which path of telemarketing you take you will run into a lot of rude people. Everybody knows that people do not like to get interrupted by telemarketers at home. When I see a telemarketer call or when I hear a pause on the line, I hang up the phone.
You can do telemarketing from home. Usually companies will pay you at least ten dollars an hour to do this from your home. One company that hires telemarketers is known as BabyToBee. This job is better than your average telemarketing companies because you are calling expectant mother and fathers and offering them baby coupons. Usually these people sign up on the website to receive these things and they are happy to hear from you. It's probably one of the only telemarketing jobs that people will be excited to talk to you.
As with any telemarketing company you will run into dead leads such as people sign up and can't remember or they never signed up. With a lot of companies it has been a long time since they signed up for whatever it was they were looking to get. The best way to have a successful call is to establish a rapport with your parent. If they trust you and you are friendly they will be more likely to end the call with you on a good note. With telemarketing you cannot get upset with people who call you names and hang up on you.
Telemarketing allows you to stay at home and work which means that you save on gas money and other things. You can wake up and sign on whenever you choose to, as long as you get the hours in that are required. All you need for telemarketing is a computer with an internet connection and some type of headset which has a built in microphone. You can purchase a headset from Best Buy or an electronics store for around $30.00. It's not one of these jobs where you need to purchase $300 worth of things to get started working from home. It allows you to stay at home and have a flexible schedule.
The Advantage Of Telemarketing
Telemarketingis gradually becoming the most popular and the most effectiveway to market a product these days, so much so that it is even leaving television, radio, and newspapers far behind. The following article aims at giving you a brief introduction to what are the implications of telemarketing and what its advantages and disadvantages are.
What is telemarketing?
As the name suggests, any marketing done over the telephone can be categorized under telemarketing. What one required\s for this purpose is the telephoning resource and a staff that will make and take these calls. Telemarketing can be of two types. First is the inbound telemarketing which entails being a part of the customer care where customers can call in and clear their doubts about your product, etc. the second is the outbound telemarketing which means aggressively advertising and marketing your product by calling up people and talking about it to them.
Knowing the Advantage
The first and basic premise on which telemarketing works is the use of the telephone. This, in the sense that a ringing telephone is something that one just can’t ignore. You may miss an advertisement on television or on the radio. You may skip through an advertisement that you see in a newspaper. But if someone calls you, you listen to that person to see what he or she has to say. This can be more effective than other forms of marketing.
Telemarketing makes the potential customer’s relationship with the company more personal and interactive. An ad on TV can easily be forgotten. Plus there is a sense that it is there fore everyone to se, whereas a call is made personally to only one person at a time by one caller.
Telemarketing establishes a platform for dialogue right away. If the customerfinds your product interesting, they may have a question they’d like to ask you. Your telecallers can immediately satisfy their queries, building trust with the potential customer.
Such telemarketing call centers function all through the day and also in the night. You can call a customer at a time that they prefer most so that you do not catch them in the middle of something very important or infringe on their privacy. your staff must be trained to determine the best time to call a particular customer at. If the customer is free, chances are that he will pay more attention to what the caller is telling him than when he is busy.
Advantages -
Can be very cost effective (depends on the value in acquiring a customer)- note there is a distinction between the value of the first sale you might make and the value of acquiring a customer you don't yet have!
If undertaken correctly (aligned to the right individuals, unscripted etc) it is a very personal form of contact with prospects/customers and can be a very important source of market intelligence for use in product/service development.
Disadvantages -
Its all about the people performing the call. If they don't have the right training, are not motivated by the right intentions etc the outcome will be poor and becomes a very quick and effective means of destroying your business' credibility and alienating potential buyers.
Distinguishing between good and bad can be very difficult for someone who has never worked in this environment - there tends therefore to be an over-reliance on raw numbers alone to gauge success. i.e. how many calls were made, how many people did we speak to? These are, of course, important but not the only measure.
I'm always amazed at how many business' employ or contract telemarketing services and have never listened to or been on the receiving end of one of the calls. Would you buy a car without a test drive?
SCOPE OF TELEMARKETING
Telemarketing is the use of the telephone and call centers to attract prospects, sell to existing customers, and provide service by taking order and answering question. Telemarketing help companies increase revenue, reduce selling cost and improve customer satisfaction. Companies use call centers for inbound telemarketing – receiving calls from customers and outbound telemarketing – initiating calls to prospects and customers.
In India, there are a large number of call centers for inbound and outbound telemarketing. Wipro BPO solution and daksh by IBN are two such major players in this sectors. In addition, companies such as ICICI, HDFC, and reliance have their own call centers to attend to customer queries. Bank and credit card companies have been some the major users of telemarketing in India. Offers for “instant loans” and other banking services, and prospecting customer for credit cards have been the main focus areas of marketing by banking and financial – services companies. Companies, other than financial services, are also using phone lines to drive home their sales massage and to connect with customers as part of a larger sales effort.
Cosmetic company L’Oreal India has toll-free numbers on which it offers expert advice about looking good. JK tyres operates a dial-a-type service in the national capital region wherein the company has vans with trained mechanics who deliver and fit new tires at the customers’ homes. They also answer automotive queries about problems like tire maintenance, wheel alignment, and wheel balancing. Asian paints offer its home solutions – a service where the company contracts painters to paint a house – over the phone line. The helpline has helped asian paints increase their interaction with end users instead of contractors, and this has emerged as an integral part of its operations.
Although telemarketing has become major direct marketing tool, its intrusive nature has led the government of India to India to stipulate restriction on banks and financial – services companies regarding the use of telemarketing.
